What are the responsibilities and job description for the IT Service Desk Manager position at Safelite?
Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.
Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.
A Brief Overview
Reporting to the VP Infrastructure & Operations, the IT Service Desk Manager will be accountable for the management of the Service Desk operations, including day-to-day running of the team, key metrics/targets and providing fantastic service to our 17,000 colleagues. As a member of the Infrastructure & Operations Management team, must be able to effectively communicate with senior members of the Business community as well as the IT organization.
What you will do
Defining, creating, and delivering IT Service Desk standards, that align with the Global Service Desk standards and processes.
Direct management of the market Service Desk.
Driving the development and continuous improvement cycle.
Delivering analytics insights and reporting around Service Desk performance and opportunities for Improvement, Automation and Knowledge Base articles to enable self-service.
Participate in Service Design & Transition exercises as a result of Project implementations.
Address and resolve escalations.
Represent the region by providing input and partnering with the Belron Service Management team.
Major Incident Management support, as needed.
Education Qualifications
Bachelor's Degree Degree in Computer Science or relevant field or relevant experience Required
Experience Qualifications
4-6 years Relevant experiece Required
Experience in an IT Service Desk Management role, directly involved in the day to day running of Service Desks
Experience of ServiceNow ITSM tooling
Comfortable interacting with Technology Leadership team
Excellent working knowledge of the different ITIL processes
Adept problem solver with the ability to focus on the overall goal
Demonstrable experience of collaborative working with teams locally and globally
Demonstrable experience of writing reports, preparing slides (using PowerPoint) and giving formal presentations
Excellent English language written and spoken
Skills And Abilities
IT Service Desk leadership
IT Service Management and Service Improvement
Service ITSM and ITAM understanding
Communication skills – both written and verbal covering a wide range of stakeholder groups from management level to operational level
Strong self-motivation, ability to work independently when required Bias for action
Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.
Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.
A Brief Overview
Reporting to the VP Infrastructure & Operations, the IT Service Desk Manager will be accountable for the management of the Service Desk operations, including day-to-day running of the team, key metrics/targets and providing fantastic service to our 17,000 colleagues. As a member of the Infrastructure & Operations Management team, must be able to effectively communicate with senior members of the Business community as well as the IT organization.
What you will do
Defining, creating, and delivering IT Service Desk standards, that align with the Global Service Desk standards and processes.
Direct management of the market Service Desk.
Driving the development and continuous improvement cycle.
Delivering analytics insights and reporting around Service Desk performance and opportunities for Improvement, Automation and Knowledge Base articles to enable self-service.
Participate in Service Design & Transition exercises as a result of Project implementations.
Address and resolve escalations.
Represent the region by providing input and partnering with the Belron Service Management team.
Major Incident Management support, as needed.
Education Qualifications
Bachelor's Degree Degree in Computer Science or relevant field or relevant experience Required
Experience Qualifications
4-6 years Relevant experiece Required
Experience in an IT Service Desk Management role, directly involved in the day to day running of Service Desks
Experience of ServiceNow ITSM tooling
Comfortable interacting with Technology Leadership team
Excellent working knowledge of the different ITIL processes
Adept problem solver with the ability to focus on the overall goal
Demonstrable experience of collaborative working with teams locally and globally
Demonstrable experience of writing reports, preparing slides (using PowerPoint) and giving formal presentations
Excellent English language written and spoken
Skills And Abilities
IT Service Desk leadership
IT Service Management and Service Improvement
Service ITSM and ITAM understanding
Communication skills – both written and verbal covering a wide range of stakeholder groups from management level to operational level
Strong self-motivation, ability to work independently when required Bias for action
Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.
